12/02/2013
14:00 - 14:30	Registration and refreshments
14:30 - 14:35	Opening remarks from the Chair Dan Barnes, Associate Editor, Financial Times Group
14:35 - 15:00	Improving Customer Communications Strategy Megan Haughey, Executive Director, Wholesale Marketing Strategy and Research, JP Morgan New capabilities are overwhelming – how do we figure out what works? Old techniques versus new techniques. What can we learn from the data, and what can we do with it?
15:00 - 15:05	Q&A
15:05 - 15:30	Marketing Your Products – Listening to the Customer Paul Hopkins, Group Director of Customer Experience, Thomas Cook Using new strategies to reach a wider audience. Product promotion – core principles to consider. The impact of regulation and compliance. Tailoring products to specific customers. Dealing with negativity and handling the complaints process. The power of positive feedback – what happy customers do for you.
15:30 - 15:35	Q&A
15:35 - 16:00	The Future of Business Intelligence and Analytics Duncan Ash, EMEA Director, Financial Services, QlikTech Being agile. Responding quickly. Keeping pace with customers. Supporting a mobile workforce who support mobile customers.
16:00 - 16:05	Q&A
16:05 - 16:50	Panel Session: Cross-industry Comparisons and Contrasts Duncan Ash, EMEA Director, Financial Services, QlikTech Drew Benvie, UK Group Managing Director, Hotwire Dan Bolland, Global Head of Retail Analytics, Barclays Kevin Traynor, Director, Social Media EMEA, BlackRock Dan Barnes, Associate Editor, Financial Times Group Which platforms are most effective for your institution? New social media developments on the horizon. Gaining the competitive advantage. What do you need to know about your customers? Strengthening your brand across multiple platforms.
16:50 - 17:00	Q&A
17:00 - 17:05	Concluding remarks Dan Barnes, Associate Editor, Financial Times Group
17:05	Networking cocktail reception